The Last Mile Analytics & Quality Team is looking for a Transportation Quality Specialist who will act as first-level support for the Last Mile team, handling multiple transportation services and operational issues related to transportation process and optimization.
Your solutions will directly impact our customers! This role requires you to be adaptable, quick to learn, and capable of managing overlapping tasks. High-impact production issues often require coordination across multiple groups, providing a broad impact with various teams.
The ideal candidate must be detail-oriented, possess excellent verbal and written communication skills, strong organizational skills, and the ability to work independently under pressure. You should be proactive in identifying potential problems and implementing solutions to prevent outages. Sound judgment, a focus on improving customer experience, and efficiency are essential.
Roles and Responsibilities:
* Fluency in Spanish (B2.2 proficiency required).
* Follow SOPs to perform manual audits, resolve outliers/exceptions, including listening to calls and transcribing texts from various communication channels.
* Identify patterns in audits and contribute to process improvements.
* Respond promptly to stakeholders as per SOP and SLA guidelines.
* Escalate problems systematically to appropriate teams.
* Maintain records of daily tasks using trackers or workflow tools.
* Meet business metrics such as SLA, productivity, quality, and utilization benchmarks.
* Understand and utilize performance metrics to drive business goals.
* Collaborate within the team and contribute to its growth.
* Develop a global perspective, understanding the nuances of different geographies where Amazon operates.
Shifts: Rotational, 24/7 environment with shifts changing based on business needs.
Weekly Off: Two consecutive days off, rotating as per business requirements.
Work Location: Office-based role.
Basic Qualifications:
* Bachelor’s degree; fluency in Spanish (B2.2 proficiency).
* 10-24 months of work experience.
* Strong communication skills to facilitate translation between Spanish and English.
* Proficiency in Excel (pivot tables, VLOOKUP).
* Ability to work effectively in a dynamic team environment.
Preferred Qualifications:
* Ability to analyze case-level inputs to identify causes of business problems and improve customer experience.
* Identify opportunities and communicate findings to managers.
* Collaborate across resources and perform basic analyses to enhance program efficiency.
* Conduct root-cause analyses as needed, based on data availability.
Amazon’s inclusive culture empowers employees to deliver excellent results. If you need workplace accommodations during the application or onboarding process, please visit this link. For other regions, contact your Recruiting Partner.
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